To formulate and ensure implementation of all process (Operational & Non-operational) and strategies in line with customer/organization business requirement.
Evaluate KPIs (As per contract), review of process performance & strategy progress , action plans on areas for improvement, and monitoring customer complaint resolution to focus on enhancing customer satisfaction.
Role Proficiencies:
Monitor & Evaluate SLAs, review processes and procedures, identify areas for improvement, establish and execute action plans
Monitor and track direct & indirect costs associated with their assigned responsibilities. Supervises and monitors the performance & discipline of employees to ensure standard practices should get followed.